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Customer Experience Supervisor

2 months ago

Wichita Falls, Texas, United States Mass Markets Full time
Job Title: Customer Service Team Lead

Job Summary:

We are seeking an experienced Customer Service Team Lead to oversee and coordinate the daily operations of our customer service team. This role is responsible for ensuring that customer inquiries and concerns are addressed promptly and efficiently, and that the team meets or exceeds performance targets.

Key Responsibilities:
  • Team Leadership: Supervise and lead a team of customer service representatives, providing coaching, training, and mentoring to team members.
  • Customer Service: Ensure timely and accurate resolution of customer inquiries, issues, and complaints, and monitor and evaluate customer service interactions to maintain high-quality standards.
  • Process Improvement: Identify areas for process improvement within the customer service workflow and implement changes to achieve service level objectives.
  • Reporting and Analysis: Prepare regular reports on team performance, customer feedback, and key metrics, and analyze data to inform business decisions.
  • Communication: Ensure consistent and accurate communication with customers, and direct workforce management activities and set performance goals and objectives accordingly.
Requirements:
  • Experience: Minimum of 3 years total call center experience or 1 year call center management experience.
  • Education: Associate's degree or equivalent combination of education and relevant work experience.
  • Skills: Exceptional interpersonal and communication skills, strong supervisory experience, and advanced knowledge of Microsoft Office.
About Us:

Mass Markets is a leading business process outsourcing company that specializes in delivering tailored solutions to meet the diverse needs of our clients. We are committed to excellence and innovation, and we are seeking a talented and experienced Customer Service Team Lead to join our team.